Bilingual Member Service Guide

Job Summary

Serving as the primary point of contact for members, the full-time Bilingual Member Service Guide (Care Guide) will provide empathetic support to both English and Spanish-speaking members, assisting with appointment scheduling, benefit inquiries, and care coordination in a remote setting.

Key responsibilities

• Deliver exceptional member support by addressing inquiries with empathy and accuracy during initial interactions
• Assist members with care navigation, including provider searches, appointment scheduling, and onboarding visits
• Educate members on plan benefits and available resources while maintaining accurate documentation of interactions

Required qualifications

• Professional fluency in both English and Spanish, written and oral, is required
• Experience in healthcare navigation and care coordination
• Proven ability to resolve complex member needs and adhere to established protocols
• Strong digital communication skills across various platforms
• Flexibility to work evenings, weekends, and holidays as needed